Not customer care at all!

It's so disappointed at Virgin Active appalling customer “don’t care service. I have sent close to 10 emails starting from July last year (2021). This is an attempt to get them to correct an error in their system that I am not in arrears with my account. So, whilst they were offline or having systematic problems I called and spoke to a lady on 27 may at 13:05 and canceled my vitality as I had left discovery. It appears the lady did not do that so now I am placed in arrears and have since been at a tug of war with various virgin active agents. All explaining to me the very thing I know so well that this is because of the termination of vitality. This is of course an attempt to ignore my story that I did cancel this. On top of this I have sent all the required proof but it’s not helping. What’s worse is their customer care email called “get-in-touch”. This mail always sends an automated response indicating that one’s matter will be attended to within 48 hours. And guys believe me when I say my responses have only come after 3 months, 4 months and recently 2 months!! The 48 hours turnaround time is a joke.

Worse is that even after speaking to their agents and explaining the story so many times the ‘get-in-touch’ emails usual sound like an impersonal copy and paste that has absolutely ignored my side f the story. I’m probably leaving them soon. There are many gyms in SA. Plus, I just leant that Discovery also support “Planet fitness”. The headache at virgin active is not worth it.

For an international gym virgin active customer care is simple a let down